Call Center Customer Service Representative- Hybrid

Job Title: Customer Service Representative

Summary: Under the direction of the Customer Service Supervisor(s), CSRs are the primary customer contact responsible for all telephone inquiries. CSRs open and manage customer accounts, processes payments, and opens cases on behalf of customers for further research. This responsibility includes ensuring service requirements are protected and accounted for in accordance with set standards.

Skills: Able to be flexible to work varies schedules 11:30AM-8:30PM M-F and Sat 8:00-4:30pm.

Training Schedule: 8:30-5:00PM (1 Month)

Essential Duties and Responsibilities include the following. Other duties may be assigned.

· Assists customers with the account opening process.

· Accurately explains the terms/conditions and policies/procedures relating to the account.

· Processes account payments, perform cash out process at end of shift

· Consistently meets or exceeds performance goals to ensure the highest quality of service is provided to the customer.

· Performs account maintenance, including account changes, adjustments, and statement requests.

· Contacts customers for additional account information.

· Assists in problem correspondence as required.

· Prepares reports including CSR Daily Activity report and cash out report.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Education: High school diploma (some college preferred) and a minimum of 2 years’ experience in delivery of customer service and support programs.

Skill: Acquires job skills and learns company policies and procedures to complete tasks.

Job Complexity: Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

Supervision: Normally follows established procedures on routine work, requires instructions only on new assignments.

Experience: Typically requires a minimum of 0 - 1 year of related experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.